Customer Service Manager

Job Description

Job Description

Description :

Are you a customer service leader who thrives on developing people, optimizing processes, and delivering exceptional client experiences? If you’re passionate about strategic service delivery and leading high-performing teams, we want to hear from you.

We are seeking an experienced Customer Service Manager to oversee and support a team of Customer Service Representatives (CSRs) while driving operational efficiency and service excellence. This role is ideal for a results-oriented professional with a strong B2B background who can align service operations with business objectives and create positive, lasting customer relationships.

Key Responsibilities

• Lead, supervise, and support daily activities of the Customer Service team.
• Provide coaching, mentoring, and development opportunities to drive team growth and performance.
• Set clear performance expectations and foster a culture of accountability, collaboration, and continuous improvement.
• Facilitate regular team meetings to align on goals, address challenges, and share service strategies.
• Resolve escalated customer issues with professionalism and efficiency.
• Maintain strong relationships with key B2B clients and ensure service levels meet contractual obligations.
• Oversee order processing, account management, and client communications to ensure a seamless customer experience.
• Standardize and improve customer service workflows and documentation practices.
• Collaborate with Sales, Logistics, and Finance teams to ensure alignment across functions and consistent customer outcomes.
• Analyze reports and service metrics to identify trends, opportunities for upselling, and areas for process improvement.
• Develop and implement service strategies that support broader business objectives.
• Drive initiatives to enhance customer satisfaction, reduce response times, and improve overall team performance.
• Perform other duties as assigned to support department and company goals.

Qualifications

Working Conditions & Physical Requirements

Benefits

At the heart of this role is a commitment to customer satisfaction, operational excellence, and team leadership. If you’re driven by impact and ready to lead a dynamic team in a growing organization, apply today!

This job advertisement should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of a job. The individual may be required to perform job-related responsibilities and tasks other than those stated in this description.

This advertisement does not constitute an employment agreement between Jones-Hamilton Co. and the employee and is subject to change by Jones-Hamilton Co. as the needs of the organization and / or the requirements of the function change.

Pay is commensurate with experience and education. Jones-Hamilton Co. is an equal opportunity employer and will not discriminate based on an employee’s race, color, gender, sexual orientation, gender identity, age, religion, national origin, disability, genetic information, veteran / military status, or any other classification protected by law.

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